Introduction

Labor arbitrage has played an important role in the acceleration of Business Process Outsourcing (BPO) and is an essential ingredient of many BPO agreements. Suppliers have varying capabilities and value propositions with regard to delivering offshore services to their customers. This report examines the suppliers offering offshore delivery services from India and compares and contrasts their unique capabilities, offerings, and value propositions. The research looks at three types of offerings: horizontal BPO, vertical-specific BPO, and knowledge process outsourcing. It will assist companies considering offshoring business process understand the current and evolving supplier landscape and make informed supplier down-selections based on specific company requirements. 

Scope

• Analysis includes suppliers focused on delivering BPO services from India which meet the following criteria:
  • Headquartered in India or over 50% of their workforce in India
  • CY06 revenues greater than US$100 million and/or employees over 10,000 as of December 2006
• Analysis includes emerging suppliers which did not meet criteria but have potential to become future contenders
• Geographic focus on India
• This report is applicable to all industries
• This report is applicable to both buyer and supplier organizations  
  

Contents

This report summarizes key market trends, capabilities and insights to assist management in making more informed decisions relative to offshore BPO suppliers. The report is divided into four categories: Indian offshore BPO market overview, key market segments, supplier capability analysis, and beyond labor arbitrage. Each category contains a detailed discussion of the subject area, highlighting key trends, which are illustrated with supporting data and analysis to provide the reader information in easy-to-apply, bite-size pieces. 

For example, key market segments includes the following discussion points:

• To date, growth has been driven through select market segments, including:
  • Geographies: North America and the UK
  • Verticals: Financial services, telecom, and manufacturing sectors
  • Service offerings: Customer service, financial services vertical-specific, and FAO
• Among BPO offerings, the future growth focus is on FAO, vertical-specific offerings, and KPO

This report concludes with a chapter that provides recommendations to key stakeholders, including buyers and suppliers of BPO services. Additionally, 1-page supplier profiles are included in the Appendix as a reference tool for all suppliers covered in the report.